AccountId: 011433970860
ContactId: 0983db9a-1145-4350-b8f8-5e5189db3032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365350 ms
Total Talk Time (AGENT): 105776 ms
Total Talk Time (CUSTOMER): 100069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/0983db9a-1145-4350-b8f8-5e5189db3032_20250609T22:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good evening, Miss [PII] um.
[CUSTOMER][NEGATIVE] It never give me the option. I see y'all changed up a lot. So I'm calling for an accident claim that I had um submitted.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] It's 155.
[CUSTOMER][NEUTRAL] 8842
[AGENT][NEUTRAL] OK, can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, what was that policy number again?
[CUSTOMER][NEUTRAL] 1554482
[AGENT][NEUTRAL] 4482. OK.
[AGENT][NEUTRAL] that
[CUSTOMER][NEGATIVE] Now they won't start cutting grades.
[AGENT][NEUTRAL] OK, and then can you verify, uh Ms. [PII], can you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, and you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thanks
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] OK, sorry about that. Was the claim for yourself?
[CUSTOMER][POSITIVE] Yes ma'am, no problem.
[AGENT][NEUTRAL] And do you know what the date of service was?
[CUSTOMER][NEUTRAL] Uh, it was for [PII]. Uh, I have spoke with Ms. [PII] on what to get for the claim.
[CUSTOMER][NEGATIVE] And I resubmitted it what she asked for and they still didn't process it.
[AGENT][NEUTRAL] OK, um, [PII], let's see.
[CUSTOMER][NEGATIVE] I know the first time she said they didn't receive the first page and the diagnosis. So when I resend it, I didn't, they never say nothing about the first page. So I just resubmitted the whole thing with the diagnosis, uh.
[CUSTOMER][NEUTRAL] Thing that the hospital gave to me.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] So did you receive the payment for [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, so you have received that one.
[CUSTOMER][NEUTRAL] But that
[CUSTOMER][NEUTRAL] Yeah, that wasn't, yeah, that was for uh.
[CUSTOMER][NEUTRAL] For my head.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But this one here was from [PII]. Uh, I had, was asking what time what was going on. She told me. So I just resubmit everything with the diagnosis I went and got from the hospital, the hospital mailed it to me.
[AGENT][NEUTRAL] OK, let me see what we're missing then.
[AGENT][NEUTRAL] We denied the second submission as a duplicate, but I don't, not sure if everything came through, so I'm gonna pull that up. Give me just a moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, looks like we received.
[AGENT][NEUTRAL] OK, I see that.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, yeah, I see that we received it, but I don't know why we denied it as a duplicate. Um.
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] I just sent that what Miss uh [PII] said she was missing.
[AGENT][NEUTRAL] OK, yeah, I don't know why we denied it as a duplicate cause it I do see that this claim was submitted and it's got the diagnosis code on there, so, um, let me do this. I'm gonna send it back through for reprocessing.
[AGENT][NEUTRAL] Um, see if we can get that reconsidered. Uh, usually takes about 7 working days.
[CUSTOMER][NEUTRAL] No problem. I just want to know if I need anything else because I just resent everything in plus the letter that the hospital sent. I want to know if I had needed something else or was something wrong.
[AGENT][NEUTRAL] Uh, it doesn't show that, um, I, I don't, it doesn't look like we need anything else, but, um, I'm gonna get this sent back through. Is there a good, uh, email address to send to you if we have any issues?
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][POSITIVE] OK, that one. OK, perfect.
[CUSTOMER][POSITIVE] Yes ma'am, thank you Miss [PII].
[AGENT][NEUTRAL] OK, alright, OK, Ms. [PII], we'll get this sent back through. Give it about 7 to 10 days, and um if we have any issues we'll send you a message, OK?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You too thank you.